INTRODUCTION TO DESKTOP SUPPORT Chapter 1
CHAPTER OVERVIEW AND OBJECTIVES   <ul><li>Differentiate among different types of networks  </li></ul><ul><li>Identify your...
CORPORATE ENVIRONMENTS <ul><li>Types of computer networks </li></ul><ul><li>Logical and physical network structures </li><...
TYPES OF COMPUTER NETWORKS <ul><li>Workgroup </li></ul><ul><li>Single domain </li></ul><ul><li>Multiple domain </li></ul>
WORKGROUP NETWORKS
SINGLE DOMAIN NETWORKS
MULTIPLE DOMAIN NETWORKS <ul><li>Consist of multiple domains </li></ul><ul><li>Often arranged in a hierarchy </li></ul><ul...
PHYSICAL NETWORK STRUCTURES
LOGICAL NETWORK STRUCTURES
SUPPORT TIER STRUCTURE
TIER 1 JOB TITLES <ul><li>Call Center Support Representative </li></ul><ul><li>Customer Service Representative  </li></ul>...
JOB RESPONSIBILITIES AT TIER 1 <ul><li>Communicate directly with the customer </li></ul><ul><li>Initiate service call docu...
NONCORPORATE ENVIRONMENTS <ul><li>Telephone call centers </li></ul><ul><li>Small businesses and repair shops </li></ul><ul...
TELEPHONE CALL CENTERS
REPAIR SHOP OR PRIVATE BUSINESS
INTERNET SERVICE PROVIDER (ISP)
SUPPORTING AND UNDERSTANDING  THE END USER <ul><li>Level of expertise </li></ul><ul><li>Previous experiences with support ...
END USER LEVELS OF EXPERTISE <ul><li>Highly experienced </li></ul><ul><li>Generally experienced </li></ul><ul><li>Targeted...
END USER EXPERIENCES <ul><li>Be courteous </li></ul><ul><li>Be respectful </li></ul><ul><li>Be effective </li></ul>
EFFECTIVE DESKTOP SUPPORT TECHNICIANS <ul><li>Have excellent “people skills” </li></ul><ul><li>Communicate clearly </li></...
SUMMARY <ul><li>There are three major types of networks: </li></ul><ul><ul><li>Workgroup </li></ul></ul><ul><ul><li>Single...
SUMMARY (CONT.) <ul><li>The Microsoft Certified Desktop Support Technician (MCDST): </li></ul><ul><ul><li>Has verified his...
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70-272 Chapter01

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70-272 Chapter01

  1. 1. INTRODUCTION TO DESKTOP SUPPORT Chapter 1
  2. 2. CHAPTER OVERVIEW AND OBJECTIVES <ul><li>Differentiate among different types of networks </li></ul><ul><li>Identify your role in a support organization </li></ul><ul><li>Identify the differences among types of support environments </li></ul><ul><li>Identify the traits of a successful desktop technician </li></ul>
  3. 3. CORPORATE ENVIRONMENTS <ul><li>Types of computer networks </li></ul><ul><li>Logical and physical network structures </li></ul><ul><li>Support organization structures </li></ul><ul><li>Role of support technicians </li></ul>
  4. 4. TYPES OF COMPUTER NETWORKS <ul><li>Workgroup </li></ul><ul><li>Single domain </li></ul><ul><li>Multiple domain </li></ul>
  5. 5. WORKGROUP NETWORKS
  6. 6. SINGLE DOMAIN NETWORKS
  7. 7. MULTIPLE DOMAIN NETWORKS <ul><li>Consist of multiple domains </li></ul><ul><li>Often arranged in a hierarchy </li></ul><ul><li>Administered by separate teams </li></ul><ul><li>Very complex and expensive </li></ul>
  8. 8. PHYSICAL NETWORK STRUCTURES
  9. 9. LOGICAL NETWORK STRUCTURES
  10. 10. SUPPORT TIER STRUCTURE
  11. 11. TIER 1 JOB TITLES <ul><li>Call Center Support Representative </li></ul><ul><li>Customer Service Representative </li></ul><ul><li>Help Desk Specialist (or Technician) </li></ul><ul><li>Product Support Engineer </li></ul><ul><li>PC Support Specialist </li></ul>
  12. 12. JOB RESPONSIBILITIES AT TIER 1 <ul><li>Communicate directly with the customer </li></ul><ul><li>Initiate service call documentation </li></ul><ul><li>Perform basic troubleshooting </li></ul><ul><li>Resolve service calls or escalate them </li></ul><ul><li>Install, configure, and upgrade operating systems and applications </li></ul>
  13. 13. NONCORPORATE ENVIRONMENTS <ul><li>Telephone call centers </li></ul><ul><li>Small businesses and repair shops </li></ul><ul><li>Internet service providers (ISPs) </li></ul>
  14. 14. TELEPHONE CALL CENTERS
  15. 15. REPAIR SHOP OR PRIVATE BUSINESS
  16. 16. INTERNET SERVICE PROVIDER (ISP)
  17. 17. SUPPORTING AND UNDERSTANDING THE END USER <ul><li>Level of expertise </li></ul><ul><li>Previous experiences with support </li></ul><ul><li>Communication skills </li></ul>
  18. 18. END USER LEVELS OF EXPERTISE <ul><li>Highly experienced </li></ul><ul><li>Generally experienced </li></ul><ul><li>Targeted experience </li></ul><ul><li>No experience </li></ul>
  19. 19. END USER EXPERIENCES <ul><li>Be courteous </li></ul><ul><li>Be respectful </li></ul><ul><li>Be effective </li></ul>
  20. 20. EFFECTIVE DESKTOP SUPPORT TECHNICIANS <ul><li>Have excellent “people skills” </li></ul><ul><li>Communicate clearly </li></ul><ul><li>Work well under pressure </li></ul><ul><li>Know their product </li></ul><ul><li>Are good problem solvers </li></ul>
  21. 21. SUMMARY <ul><li>There are three major types of networks: </li></ul><ul><ul><li>Workgroup </li></ul></ul><ul><ul><li>Single domain </li></ul></ul><ul><ul><li>Multiple domain </li></ul></ul><ul><li>Desktop support technicians have roles in many organizations: </li></ul><ul><ul><li>Corporate environments </li></ul></ul><ul><ul><li>Telephone support centers </li></ul></ul><ul><ul><li>Stores and repair shops </li></ul></ul><ul><ul><li>Internet service providers </li></ul></ul>
  22. 22. SUMMARY (CONT.) <ul><li>The Microsoft Certified Desktop Support Technician (MCDST): </li></ul><ul><ul><li>Has verified his or her knowledge of Microsoft products </li></ul></ul><ul><ul><li>Supports Microsoft operating systems and applications </li></ul></ul><ul><ul><li>Is qualified for entry-level support positions </li></ul></ul>

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